Mukul Sharma
Noida
Summary
ServiceNow Developer with 4+ years of hands-on experience delivering ITSM, Service Portal, and automation solutions in enterprise environments. Strong expertise in scripting, Flow Designer, REST integrations, and AI-assisted workflows. Certified CSA and CAD with proven ability to translate business requirements into scalable, high-quality ServiceNow solutions.
Overview
2
2
Languages
1
1
Certification
5
5
years of professional experience
Work History
Infosys — Associate Consultant
Client/Project: Adidas
Noida
11.2024 - Current
- Develop, maintain, and enhance ServiceNow ITSM, Service Portal, and Finance Case Management applications, delivering scalable solutions aligned with business requirements.
- Work extensively on Workflows, Flow Designer, Notifications, Events, Import Sets, Roles, Users, Groups and Update Sets.
- Develop and maintain Business Rules, Script Includes, Scheduled Jobs, Client Scripts, UI Policies, Data Policies, Scheduled Jobs, ACLs, to ensure secure and efficient application functionality.
- Develop and customize Catalog Items, Record Producers, and Order Guides to streamline service request management.
- Support Service Portal and AI Agent configuration while delivering platform enhancements and customizations through controlled Update Sets.
Tech Mahindra — ServiceNow Developer
Client/Project: Thomson Reuters
Bengaluru
08.2021 - 11.2024
- Developed, customized, and maintained ServiceNow ITSM solutions supporting Data Center Operations.
- Develop and maintain Script Includes, Business Rules, Data Policies, Client Scripts, UI Policies, ACLs, Notifications, Events, Scheduled Jobs, and platform forms.
- Designed and built Service Requests, Service Catalog items, Order Guides, and Record Producers using Workflows, Client Scripts, UI Policies, and Flow Designer.
- Hands-on experience with Incident, Change, Problem, Request, and other ITSM modules.
- Investigated complex application issues, performed root cause analysis, and collaborated with cross-functional teams to implement effective resolutions.
- Implemented data imports and migration activities using Import Sets and Transform Maps to support accurate and seamless data movement.
- Participated in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and client demonstrations.
Education
Master of Computer Application - Computer science
Maharishi University of InformationTechnology
Lucknow11-2020
Bachelor of Science - Mathematics
Dr. Bhim Rao Ambedkar Univeristy
Agra08-2016
Skills
- ITSM Module
- Service Catalog
- Service Portal
- Workflow
- Flow Designer
- Business Rules
- Script Includes
- Client Scripts
- UI Actions
- ACLs
- Notifications
- Data Migration
- REST API
- Agile
- ServiceNow AI Agentic
Certification
- Certified System Administrator
- Certified Application Developer
Accomplishments
Certificate of Appreciation
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Infosys — Associate Consultant
Client/Project: Adidas
11.2024 - Current
Tech Mahindra — ServiceNow Developer
Client/Project: Thomson Reuters
08.2021 - 11.2024
Master of Computer Application - Computer science
Maharishi University of InformationTechnology
Bachelor of Science - Mathematics
Dr. Bhim Rao Ambedkar Univeristy